2018.2 Upgrade Issue Tracking Document

I'm creating this document to track issues that arise with the 2018.2 updates, and the subsequent updates after that.

This is iteration two of a document like this, you can see the first version here Issue Tracking Document for Jive Customers | 2018 . In the spirit of that document, I want us all to come together and share any bugs, issues, problems, confusions or weird quirks we find in the latest version of Jive. This will be helpful not only for Aurea in tracking and resolving these issues, helping them see how widespread the issues are, but for those of us (like me!) without private previews, this will be a toll to help us prepare for our upgrades.

Please edit this document to add/edit, etc. It is helpful to make a comment on the document after you edit to indicate what you changed.

Some customers say they've had points restored, but not badges. Not sure about Quests.

TT - ticket picked up 11/5 - Points were reset after the upgrade, support started a "sync" during working hours (killed performance), then the "Your Ranking" and "Top 100" were inconsistent, Top 100 looked like the point totals before the upgrade, not sure what the current points were based on. Then we lost our Top 100 all--together after a rolling restart was pushed for a separate issue (which also killed performance). Support told us an "update" would occur on 11/8. Points, your ranking and top 100 appeared to be functioning on 11/9

Aug 27 2018

Tracy - Commvault

Jive Rewards

Not working at all - error message displayed

Commvault - Preview Public Preview siteCambridge Associates - Preview

They were working post upgrade for Public Preview, not sure what has changed. Jive Support told me there was a new Rewards add-on that had to be installed (but sadly wasn't automatically installed as part of the upgrade?). Adding it restored some points and levels, but nothing else.

11/5 (Helen, Carbon Black) In my upgrade over the weekend, I had to log a ticket to have rewards turned on. Past data was initially missing but seems to have returned over the weekend.

Unresolved

Aug 24 2018

Tracy - Commvault

Followers

No one is listed as following ANYTHING - no content, no people, no places

They were working post upgrade for Public Preview, not sure what has changed.

10/3/2018Updated - Still not working in Commvault's Preview site; have case being actively worked on

TT (upgraded 11/3) - Some users reported that they were no longer following content, people or both. Users also reported that Inbox Following checkbox was unchecked after the upgrade. As of 12/17 this issue has not been resolved (01424727) and my ticket has not been modified for almost to weeks when I was told that "Our engineering team is still investigating the root cause of this issue". Last week I asked our account rep to "please provide updates for us on what is being done to resolve these issues". The response I received was a cut and paste from the ticket and that this ticket was an example "of the kind of cases that really benefit from having a Platinum Experience Manager to meet with as often as needed" and that "We also have a health check benefit included which seems like it would be valuable as at this point since both of these tickets are presenting as unique to your instance." Pretty clear based on this table and the "Update on Known Issues Post 2018.2 Product Upgrade and AWS Migration" that this statement is brazenly falseUpdated

No content appearing at all. This appears: There isn't any activity yet.As soon as people join and begin creating and sharing content, you'll begin seeing activity here. Create something now to get started!

10/3/2018Updated - Still not working in Commvault's Preview site; have case being actively worked on

Aug 24 2018

Tracy - Commvault

Empty Inbox

Nothing in Inbox, even though it should have content up to 6 months old

They were working post upgrade for Public Preview, so suspect this is related to 2018.3 upgrade there? Created a case for it. (Cambridge Associates was told by an account manager that if we wait long enough this could repopulate. However, it has been over a week and the content is still blank.)

UPDATE: support attempted Bin Store Restore. Did not resolve issue.

10/3/2018Updated - Still not working in Commvault's Preview site; have case being actively worked on

FIXED as of Sep 5

Aug 24 2018

Tracy - Commvault

Overview page update errors

New Tile pages can't be named Overview. Existing Tile pages already named Overview can't be modified without first changing the name.

ALL

The error message provided to users doesn't make this clear, and there is no way for community managers to find and automatically or manually change all instances of a tile Overview page.

Sept 5:Jive Cloud 2018.2.8 - addresses this issue, and will be released before the next set of upgrades

10/3/2018Updated - Validated the fix in the 2018.2.8 release; can't name NEW pages Overview, but can edit existing pages named Overview

Aug 27 2018

Tracy - Commvault

New Place Anaytics still missing key reports

Popular Content and User Leaderboard

ALL

While we can get this at the overall community level, we need to be able to get it at a more granular place level, and there doesn't appear to be a way around this. Hoping that 2018.3 will include these reports, but nothing has been announced yet regarding what can be expected in that release.

Status

Date Added

By whom

Functionality

Description

Customer(s) affected

Notes

Resolved - Ability to disable added into design

Aug 27 2018

Tracy - Commvault

Search Facets

Includes a bunch of content types that we don't actually use in our community, and we have no way of either modifying the dropdown contents or hiding the feature. We will all have Facebook, Twitter, RSS included even if our communities don't search these platforms. Will be very confusing for users.

Opened a case: Jive responded and said there is nothing we can do about this, and to submit an idea.

10/3/2018Updated - Shai has stated that we will be able to disable display of the external content in facets

Aug 27 2018

Melissa - Cambridge Associates

Content Tab

Links for adding content types are no longer visible in the left-hand margin. (These functions mirror the pencil dropdown in our production instance.)

Cambridge Associates - Preview Medidata - Preview

Unclear if this is a bug or a re-defined functionality, but this content function is popular among our users because it makes the Content tab a 'one-stop' for content management.

Updated Shai Sagi has stated this was intentional so that they could add new filter abilities. And you can still use the pencil icon at the top of the page for content adds.

Aug 27 2018

Melissa - Cambridge Associates

Custom HTML Tiles

Customized HTML tiles are inconsistent. Some are returning an error.

Commvault - PreviewJM Family - Preview

Western Union - Preview

Thornton Tomasetti - Prod (11/3 upgrade)

Some HTML coded items are visible while others return an error. This is potentially due to our setting needing to be recalibrated. There is also a known limitation with plug-ins and we will need to re-install Social Edge tiles. However, it would be helpful to have integrations and plug-ins restored once the upgrade is complete.

TT - support stated "related to a internal bug that related to the internal file paths for the HTML tiles. Hence, they show as "not found"". They were able to resolve it quickly on 11/6.

Aug 28 2018

Jay - JM Family

Custom HTML Tiles

Customized HTML tiles are blank, with HTML code removed

JM Family - Preview

Some custom HTML tiles are completely empty. All custom HTML code has been stripped out.

UPDATED: Support has created a custom script to repair this issue across an environment. Point support to ticket: JVSHSVCOPS-2525

Aug 28 2018

Jay - JM Family

SSO XML Metadata

SSO XML Metadata file deleted resulting in the inability to log in to the community

JM Family - Preview

SSO XML metadata file gets deleted, resulting in the inability for anyone to log into the system via SSO. Workaround is to make sure to back-up file prior to upgrade and have support re-install after upgrade.

Aug 28 2018

Jay - JM Family

Incorrect Images in Documents

Incorrect images are showing in some documents.

JM Family - Preview

Some documents are displaying incorrect images. Still trying to identify what causes some to have this issue and other documents are ok.

Aug 28 2018

Jay - JM Family

Images in IE

Images don't display in IE in featured content tile

JM Family - Preview

When featuring a piece of content on your personal profile that contains an image, the image does not display in the tile. Instead it displays as a black X. Image displays properly in Chrome.

UPDATE 9/5: high priority bug JVCLD-5063, currently being worked on by engineering

Update 12/7: Issue has been resolved. May require a server cache and local IE cache clear.

Unresolved

Aug 29 2018

Dori - Medidata

News

All Managed News streams and Personal streams gone

Medidata - Preview Commvault - PreviewJM Family - Preview

Western Union - Preview

Thornton Tomasetti - Prod (only select users)

Every stream I set up for myself is gone; managed news streams aren't displayed, even though they remain in the list; this appears to be related to Followers disappearance since if you look at News Streams, the people assigned are empty (according to Keeley at Commvault)

UPDATE: request support do an R2E2 Secret Reset to resolve issue

TT (11/3 upgrade)- only reported by one user so far - 12/17 Have been told by support that this is related to the same issue that is causing users to lose all of their following content. Still no resolution or hint of one. Updated

Aug 30 2018

Jay - JM Family

View Counts

All documents have 0 views

JM Family - Preview Medidata - Preview

Western Union - Preview

All documents show zero views when looking at the view count on the actual document. Looking at the Content page shows correct number of views. Per support, this is known bug #JVSHSVCOPS-1741

Status

Date Added

By whom

Functionality

Description

Customer(s) affected

Notes

Fixed in 2018.3

Aug 31 2018

Susanne Brands

Unanswered Questions Tile

It shows unanswered questions and discussions

Engage Dialog - Production

Western Union - Preview

Western Digital - Preview

Thornton Tomasetti - Prod (11/3 upgrade)

The tile Unanswered Questions in showing to much information by not just showing the Unanswered Questions, but also Discussions. The bug is logged in Aurea Support.

TT - Was resolved by support with a bug patch included in version 2018.3 Updated

Resolved

Aug 31 2018

Tracy - Commvault

Content menu links broken

The links at the top of the content page (edit, share, actions) aren't clickable

Commvault - Preview

Logged with support

10/3/2018Updated - Support provided steps to edit theme to fix this issue; tested and it works

Fixed in 2018.3

Aug 31 2018

Tracy - Commvault

Invite to event shows error

When inviting someone to an event posted in a public area, anyone invited shows red and an error message

Commvault - Preview

Logged with support; apparently fixed in 2018.31969

Fixed in 2018.3

Sep 9 2018

Barry - James Walker

Page navigation link on Places page

Page navigation to scroll through all Places is not visible on the Places page - only first page of places (20) are visible.

James Walker - Production

Western Digital - Preview

Logged with support.

UPDATE: Resolved in 2018.3 per Jira : JVCLD-8449

Resolved

Sep 9 2018

Barry - James Walker

HTML tiles display error

None of the custom HTML files in our instance are displaying. Unable to access tile configuration to view HTML code.

James Walker - Production

Logged with support. Issue resolved 10/9

Resolved

Sep 9 2018

Barry - James Walker

Rewards

All member's rewards, quests have been reset to zero. Quests and status levels have been removed.

James Walker - Production

Logged with support. Issue resolved 10/9

Resolved

Sep 9 2018

Barry - James Walker

Tags

Existing tags are not available when creating new content. Tags have to be recreated.

Users have stopped following some colleagues (appears to have stopped following other users at random)

James Walker - Production

Thornton Tomasetti - Prod (11/3 upgrade)

Logged with support.

UPDATE: Users have also stopped following places. Remains an issue 20 Sept.

TT - Some users reported that they were no longer following content, people or both. Users also reported that Inbox Following checkbox was unchecked after the upgrade. As of 12/17 no resolution or hint of resolution, see above update in Red on third row. Updated

Resolved

Sep 9 2018

Barry - James Walker

Posting new content

Cannot post new content to a large number of places. Majority of places do not appear when typing in the Publish Location field, or when clicking the 'Browse places' link.

In 2018.2 you have more options to visualize superlist tiles. 3 options: basic, detailed and rich preview. In Jive Daily (2018.2) there is no difference between basic and detailed. The Rich Preview version of the tile shows a wrong icon, no metadata and doesn't allow the user to click on an item. So totally useless for Jive Daily users and no way to hide them in Jive Daily since this is core functionality. However in browser it has value but just not replicable to Jive Daily...

Engage Dialog - production

Support has confirmed the bug and there is a different behavior between iOS and Android. On Android the user gets at least the title and a correct icon in the rich preview tile. But compared to the detailed tile it's exactly the same so this is confusing.

Users are unable to open attachments to content in our instance. Users receive a general error message when clicking on the attachment hyperlink, and a separate error message when trying to open a document directly from Office using the Jive for Office plug-in.

If a place name contains a comma, this impacts the downloaded csv file, returning the incorrect data in all columns with the exception of PLACE_NAME, and DISPLAY_NAME. Possibly shouldn't have commas in place names, but this wasn't an issue with CMRs.

James Walker - Production

Logged with support. Will be resolved in 2018.3

Resolved

Sep 11, 2018

Barry

Blog Posts

When blog posts are saved as a draft, an incorrect creation date is displayed (one user have 1 Jan 1970, another showed 31 Dec 1969)

James Walker - Production

Logged with support

UPDATE: Resolved.

Resolved

Sep 11, 2018

Barry

Blog Posts

When post-dating the scheduling of a blog, the box is checked and the required posting date is shown. If the Publish Location is subsequently updated, the checkbox automatically unchecks meaning scheduled blog posts could be posted ahead of the required/scheduled publish date.

James Walker - Production

Logged with support

UPDATE: Resolved.

Resolved

Sep 11, 2018

Barry

Place Pages

Created pages in a place have automatically changed order, meaning the landing page prior to the upgrade is no longer the place landing page. Further testing required to confirm if this is an isolated incident.

Scheduled blog posts appear to admin users as if they've posted, but still display the 'this post is scheduled' banner. Admins can see the blog posts in superlist tiles as if the post is live, but other users can't access it.

Some content (uploaded files) are not accessible post upgrade, after content owner edits and updates the file, sys admin sees archived version of content, cannot access updated file for between 10 minutes and an hour, then issue resolves and updated version is visible. User can access updated content immediately after update

Community Manager created news streams were empty after the weekend upgrade. Only had Top & Trending

Plex, Production

Logged with support but also resolved on my own after reading the thread here.

I deleted custom news streams and recreated them in order to force content to appear. A little tedious but doable. I made sure to take screenshots of previous stream settings so I wouldn't overlook anything.

As mentioned in comments, the individual news streams showed the content immediately. However, we noticed that the home page showed only Top & Trending AND it was only after new items were posted to those streams that anything was reflected on the default home page news stream. This caused some concern when people were wondering why the would see only top and trending and thought things were "still" broken.

When you edit page, there is now an option to edit your banner as well. However, when you upload a new file, the new and current images get eaten and the headerspace displays as plain white. If this happens, go to settings to edit the banner and mouse over to the area where the edit button exists (upper right corner - white text on white banner is hard to visualize)

Unable to add new external file:/// protocol links to documents or tiles or to edit file:/// protocol links without all of the previous links disappearing from the html. Previous links still work if unedited.

Thornton Tomasetti - Prod (11/3 upgrade)

New Ticket was opened on 11/7. Realized that the issue was left off of this table but belonged here.